This article covers how to access, update, and archive Emergency and Routine calls for the Maintenance inbox in Call Complete.

To access Maintenance calls, please follow the steps below:

• Click on the Activities button in Call Complete and select Maintenance

• The inbox will default to the current month, and display the most recent calls at the top of the list

• In the upper right corner, click on either Emergency or Routine to view their respective inboxes

Emergency Calls

• Open emergency maintenance requests will be found in the Inbox

• Completed emergency maintenance requests will be found in the Archive folder

  • To view the Archive folder, click on Inbox in the upper right to open the drop down menu, and select Archive

• Emergency maintenance calls will display their current Status in the inbox

  • You can hover over the Status help bubble to view what each status label means

• Under the Message section, click on the Voice Message button to open the Audit Trail

• The Audit Trail includes:

  • Caller's phone number, date, and time of request

  • Link to recorded audio and transcribed message

  • Total Response Time

  • Total Completion Time

  • Time-stamped communication string including recorded voice calls, texts, photos, and notes entered by the On-Call tech

  • You can also click on the 3 dots next to the recording to download the audio file or adjust the playback speed

• To download the Audit Trail for a call, click on the download arrow icon on the right side of the screen

• If a Property Manager needs to close a ticket in Call Complete, this can be done after the request has been 'Accepted'

• A clock icon will appear on the right side once a request has reached this status

• Once the Property Manager clicks on the clock icon, they can enter the Completion Date and Completion Time

• After a request has been marked Complete, it will move to the Archive folder

Routine Calls

• Under the Message section, click on the Voice Message button to open the call

• This will allow you to listen to the recorded voicemail

  • You can click on the 3 dots next to the recording to download the audio file or adjust the playback speed

• A transcription of the message will display underneath the recording as well

• Routine maintenance calls do not display a Status

• To add notes to a call, click on the Add or Update button under the Notes section for the call

• Once a call has been dealt with, it can then be moved to either the Archive or Trash inboxes

  • Archived messages will remain in the system, but be removed from the open call list

  • Messages moved to the trash list will be deleted from the system after 30 days

• To update the status of a message, click on the check box to the left of the call

• Next, click on the Bulk Actions button to open a drop down menu

• Select either Archive or Move to Trash

• Once calls have been removed from the Open Inbox, you can still view them by clicking the Inbox button in the upper right and selecting either Archive or Trash to view their respective inboxes